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Call center (Hotline) Manager at TAWIDO

Job Overview

Call center (Hotline) Manager at TAWIDO 

Dar es Salaam

Job Description


TAWIDO is a Non-Governmental Organization led and established by women in 2011 with the aim of promoting health, gender equality, and human rights among the women and vulnerable girls in the community. It was registered in 2013 and obtained its compliance certificate of registration No. 00NGO/R/0169 under NGO Act of 2002 to operate in Tanzania mainland. TAWIDO works to ensure development, care and protection of women and vulnerable adolescent girls by raising awareness about their rights and opportunities for development. Among other things, TAWIDO runs the helpline Call Center that through the Bulk SMS, Interactive Voice Response, SMS Chart Platform and toll-free services brings the aspect of awareness, counselling, referral and linkage of clients to services from the broad network of service providers in all regions of Tanzania. TAWIDO has a solid experience in implementing global HIV programs, offering services among People Living with HIV/AIDS(PLHIVs) communities ranging from HIV prevention to ART initiation as well as fighting stigma and discrimination.

TAWIDO is currently implementing EpiC project in Kinondoni Municipal which is funded by USAID through FHI360 with the aim of addressing critical gaps and bottlenecks in the response to HIV among vulnerable community.

To facilitate smooth implementation of this project, TAWIDO wishes to recruit qualified, experienced, motivated and dynamic individuals in the following positions available;

Call center (Hotline) Manager (1 Post)

Work Station: Kinondoni – Dar es salaam

Reporting to: Program Manager

Duration: 7 Months (Renewable) Full time

Salary: (Negotiable)

Job Summary

The Call center Manager will be responsible for leading participatory development, implementation, monitoring, evaluation and learning of the planned interventions in line with the call center EpiC project objectives. The call center manager will coordinate hotline counselors and processes to ensure that TAWIDO/USAID EpiC project is delivered on time and produce the best desired results within scope and allocated resources envelope.

Main Responsibilities;

Project Planning;

Review the Call Centre project proposal, budget, targets, key performance indicators and ensure that the planning is realistic (Measurable, Reportable & Verifiable), both in terms of budget and implementation. Developed detailed work plans and budget in coordination with the respective partners as required.
Assist call center counselors and partners to develop their plans in line with the required project objectives and deliverables.
Review the project plan weekly, monthly and annually to ensure that they are realistic, both in terms of budget and overall project plan.

Project Implementation;

Work with the concerned staff and partners to ensure effective implementation of the project.
To identify and address/ give aid and follow ups and ensure GBV cases reported are solved and closed.
To identify measures and take quick response action whenever violence crisis reported at a hotspot.
To facilitate promotion and distribution of toll free number to targeted community clients.
Regularly review & track the project progress against milestones and take corrective action where required, raising issues with the concerned personnel as needed timely and professionally.
To compile data, prepare narrative reports on weekly, monthly, quarterly and annually basis as required.
Compile data and Prepare Power Point Presentation to be presented whether inside or outside the organization.

Staff Management

Guide and lead the hotline team to achieve specific goals, objectives, and Key Performance Indicators (KPI’s) of the project.
Supervise, coach, and provide mentorship to the counselors.
Assist in the recruitment of hotline counselors (as and when required) Manage the performance of the hotline counselors.
Develop plans for capacity-building of the project team to enable the team to be more self-standing in the future.
Support effective communications and joint working within the team and with other teams across the organization.

Knowledge and Experience:

Bachelor degree in a relevant field (Psychology and counselling, Health, Community development, Sociology etc.).
At least three (3) years’ experience in a position related to issues of Psychology and Counselling.
Ability to work independently and lead diverse multi-disciplinary team, stakeholder management skills.
Excellent planning, organizational and time management skills, able to work well under pressure both proactively and prioritize a challenging workload.
Good communication skills: able to communicate complex concepts concisely to non-technical managers both in writing and verbally and to provide professional advice with confidence and tact. Motivating and developing teams, including performance management and appraisals.
Collaborative approach to partnership working in a cross-cultural context; a team player, with strong problem-solving ability.Leadership skills

Qualifications and other requirements specific to the role;

Bachelor degree in a relevant field (Psychology and counselling, Health, Community development, Sociology etc.).
Knowledge of health and development programs in Tanzania including familiarity with the national guidelines, standards and protocols.
Experience in working with LGA, NGOs, CBOs and health facilities to implement public health projects, especially those working with vulnerable populations.
Ability to manage tight deadlines and deliver high volumes of work with minimal supervision.
Well developed computer skills.

How to Apply:

All applications are to be lodged through email:
All candidates are required to mention the ‘Position Title’ on the subject line of the e-mail.
All applicants MUST attach cover letter and their updated Curriculum Vitae as a single document with certified copies of academic certificates as supporting documents to their applications.
All applications should be submitted not later than 23:59 HRS on February 23rd’2023.

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